Order-to-Cash Operations Supervisor

Job Title

Order-to-Cash (O2C) Supervisor – GBS

Job Summary

The O2C Supervisor is responsible for overseeing end-to-end Order-to-Cash operations within the Global Business Services (GBS) organization, supporting customers. This role ensures timely order processing, accurate billing, effective credit management, and efficient collections while maintaining high service levels, strong internal controls, and continuous process improvement. The supervisor leads a team of O2C analysts and acts as a key liaison between Sales, Supply Chain, Customer Service, and Finance.

Key Responsibilities

Order Management & Billing

• Supervise daily O2C activities including order entry, order validation, billing, and revenue recognition support.
• Ensure orders are processed in line with customer contracts, pricing agreements, Incoterms, and manufacturing lead times.
• Oversee accurate and timely invoice generation for finished goods, spare parts, and intercompany transactions.
• Resolve complex order, pricing, and billing discrepancies in coordination with Sales Operations and Supply Chain.

Credit Management & Collections

• Manage customer credit reviews, credit limit monitoring, and credit holds in line with company policy.
• Supervise collections activities, ensuring timely follow-up on overdue receivables and dispute resolution.
• Drive reduction in DSO (Days Sales Outstanding) and past-due balances.
• Escalate high-risk accounts and support bad debt provisioning analysis.

Customer Dispute & Deduction Management

• Oversee resolution of invoice disputes, shortages, pricing claims, freight issues, and returns.
• Partner with Logistics, Quality, and Customer Service teams to resolve root causes related to manufacturing or delivery issues.
• Ensure accurate and timely posting of credit notes and adjustments.

Team Leadership & GBS Operations

• Lead, coach, and develop a team of O2C analysts within the GBS organization.
• Allocate workloads, monitor performance, and ensure adherence to SLAs, KPIs, and compliance requirements.
• Support onboarding, training, and cross-skilling of team members.
• Act as escalation point for internal stakeholders and external customers.

Reporting, Controls & Compliance

• Monitor and report O2C KPIs such as DSO, billing accuracy, dispute aging, and cash collection performance.
• Ensure compliance with SOX/internal controls, audit requirements, and standard operating procedures.
• Support month-end close activities including AR reconciliations, revenue cut-off, and reporting.

Continuous Improvement & Stakeholder Management

• Identify opportunities for process standardization, automation, and efficiency improvements in the O2C cycle.
• Participate in GBS transformation initiatives, ERP upgrades (e.g., SAP, Oracle), and system enhancements.
• Build strong relationships with Sales, Supply Chain, Manufacturing, Finance, and external customers.
• Support transitions, migrations, and stabilization of O2C processes into the GBS model.

Key Performance Indicators (KPIs)

• Days Sales Outstanding (DSO)
• On-time billing and invoice accuracy
• Past-due AR and dispute aging
• Cash collection performance
• SLA adherence and customer satisfaction
• Audit and compliance results

Qualifications & Experience

• Bachelor's degree in Finance, Accounting, Business Administration, or related field.
• 5–8 years of experience in Order-to-Cash or Accounts Receivable, preferably in manufacturing or electronics industry.
• Minimum 2–3 years in a supervisory or team lead role within a GBS or shared services environment.
• Strong understanding of end-to-end O2C processes, credit management, and collections.
• Experience working with ERP systems (SAP preferred) and reporting tools.

Skills & Competencies

• Strong leadership and people management skills
• Excellent analytical and problem-solving abilities
• Customer-focused mindset with strong communication skills
• Ability to manage multiple stakeholders across geographies
• Continuous improvement and change management mindset
• High attention to detail and control orientation